A strong pilot and a production deployment are two different projects. The gap between them, integration debt, edge case handling, change management with frontline agents, is where most AI support initiatives quietly stall. This panel brings together support leaders who have made that jump to talk through what actually changed between their pilot and their production rollout, what they underestimated, and what they would do differently if they started again today. What this session will cover: - The specific technical and process gaps that show up only at production scale - How teams handled agent buy in once the pilot stopped being a side project - What a realistic timeline from pilot to full production actually looks like - Where the business case had to be revisited once real usage data came in